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Hospitality Review Volume 31 Issue 2 2013, Fiu Hospitality Review
Hospitality Review Volume 31 Issue 2 2013, Fiu Hospitality Review
Hospitality Review
No abstract provided.
Hotel Guest E-Questionnaires: Implications For Feedback And Relationships, Alfred Ogle, Nadine Henley, Michelle Rowe, Sybe Jongeling, Stephen Fanning
Hotel Guest E-Questionnaires: Implications For Feedback And Relationships, Alfred Ogle, Nadine Henley, Michelle Rowe, Sybe Jongeling, Stephen Fanning
Hospitality Review
This paper examines the reliability and efficacy of hotel guest e-mail questionnaire compared to the paper questionnaire in the Asian Pacific context. Conducted inPerth,SingaporeandPenang, cities with mature hospitality and tourism industries and a representation of chain and independent deluxe hotels, this exploratory qualitative study examines hotelier views of e-mail guest communication derived from content analysis of guest questionnaires format and content and in-depth interviews with senior hoteliers. The findings indicated that e-questionnaires manifested as e-mails, as a direct replacement of the paper questionnaire, appear to be premature given divergent hotelier views and shortcomings in e-mail response administration. If properly executed, …
Understanding Golf Country Club Members’ Loyalty: Factors Affecting Membership Renewal Decisions, Theresa N. Clem M.S., Swathi Ravichandran Mba, Ph.D., Aryn C. Karpinski Ph.D.
Understanding Golf Country Club Members’ Loyalty: Factors Affecting Membership Renewal Decisions, Theresa N. Clem M.S., Swathi Ravichandran Mba, Ph.D., Aryn C. Karpinski Ph.D.
Hospitality Review
Many private country clubs across the United States have experienced a declining or flat membership and smaller waitlists of members wanting to join. The objective of this study was to investigate whether member involvement, service quality, and perceived value, influence member satisfaction and intention to renew membership for members of private country clubs. An online survey instrument customized for the country club industry was distributed to members of two country clubs in northeast Ohio. Results indicate that involvement level of members and perceived value impact country club members’ satisfaction and intention to renew their membership. Managerial implications are discussed.